I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below One, there is NOTHING on the site that says that the formula changed Two, the website literally says TOP TO TRY RISK FREE MONEY BACK GUARANTEE for days TRY RISK FREE If you actually dig much further into the site it says only new customers CLEARLY, you would not give a money back guarantee to someone who is a repeat purchaser but are you saying that only ONE person in your family including your extended family is allowed to try the product RISK FREE?! Lastly, if I was trying to manipulate the system, I would not have said I used the product FOURTEEN+ years ago You only knew that I was a customer because I stated that I was 100% honest that I purchased the product on my card for my mom because she is older and does not shop online to try it and not only did it NOT WORK, her skin became VERY AGITATED After contacting you to return it, only THEN was I told the formula changedThe point of a money back guarantee is to STAND BEHIND YOUR PRODUCT Clearly this business does not Your website is 100% marketing/advertising It should say the formula changed and the date that it did right on the site Additionally it should say CLEARLY on the web NEW CUSTOMERS WITH NEW ADDRESS WITH NEW CREDIT CARD ONLY eligible for our MONEY BACK GUARANTEE Clearly the product is not working that you don't have enough sales to cover the refund If this was an excellent product and flying off the shelves, you would not be refusing to refund $ The total cost to you to refund and write this product off is MINIMALYou simply are refusing to stand behind your product At this point I have taken the time to fight it so that others see this complaint and are not DUPED into buying this product thinking they can in fact try it RISK FREE Regards, [redacted]
As per our return policy "Our "Money back guarantee" is good on first time, original purchases only within Days of the order date (date the order was placed) on packages/orders totaling $(ninety-five US dollars) or lessShipping/handling fees are not refundable under any circumstance
Authorization for a return must be made prior to requesting a refund by emailing ***@***.net: return mailing instructions and authorization number to follow at that timeOrders returned without an authorization number will not be refunded nor will they be returnedIf you return unauthorized merchandise and would like it returned, it will be up to you to pay the shipping back to youAfter days items will be discardedReturns are subject to management discretion and all resulting decisions are final." Regardless if this order was placed for a "different person" the order was placed by the original purchaser and therefor not considered a first time or original purchase and does not qualify for the money back guarantee Ms*** stated in an email that "I used this cream some years ago for my son and it was like a miracle creamI bought it for my mom in hopes it would do the same but it made it worseShe used for weeks with no results" We did offer to exchange it for a stronger version of the cream at no charge but she declined the offer We did respond to her emails in a timely mannerPlease mark this case as "Good Faith Effort to Resolve"Thank youFreeDerm Customer Service
Our formula changed in late December 2006 and we sent out information at that time to all of our previous customers. In addition we included a flyer with all the orders through March 2007. Obviously the message may not have reached all of the previous customers for various reasons (change in email, spam/bulk email fltering, no email address provided, etc) Please understand that all products go through changes over time and we can only do our best to inform our customers. Our database did show your order history without you having to tell us that you had ordered previously. After further reviewing your situation and you are still interested in going forward with a return, then return all of the item(s) to us via signature delivery by 3/9/18. Please enclose a copy of this email along with a letter with your full name, address, and phone number so we are able to look up and issue a credit for your order. Your return authorization number is: [redacted]. Please mark this number clearly on the outside of the return packaging ALONG WITH your order number which is: [redacted]. And mail to: Freederm Customer Service [redacted] Rd [redacted], NY [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
One, there is NOTHING on the site that says that the formula changed. Two, the website literally says TOP TO BOTTOM: TRY RISK FREE. MONEY BACK GUARANTEE for 30 days. TRY RISK FREE. If you actually dig much further into the site it says only new customers. CLEARLY, you would not give a money back guarantee to someone who is a repeat purchaser but are you saying that only ONE person in your family including your extended family is allowed to try the product RISK FREE?! Lastly, if I was trying to manipulate the system, I would not have said I used the product FOURTEEN+ years ago. You only knew that I was a customer because I stated that. I was 100% honest that I purchased the product on my card for my mom because she is older and does not shop online to try it and not only did it NOT WORK, her skin became VERY AGITATED. After contacting you to return it, only THEN was I told the formula changed. The point of a money back guarantee is to STAND BEHIND YOUR PRODUCT. Clearly this business does not. Your website is 100% false marketing/advertising. It should say the formula changed and the date that it did right on the site. Additionally it should say CLEARLY on the web page: NEW CUSTOMERS WITH NEW ADDRESS WITH NEW CREDIT CARD ONLY eligible for our MONEY BACK GUARANTEE. Clearly the product is not working that you don't have enough sales to cover the refund. If this was an excellent product and flying off the shelves, you would not be refusing to refund $75. The total cost to you to refund and write this product off is MINIMAL. You simply are refusing to stand behind your product. At this point I have taken the time to fight it so that others see this complaint and are not DUPED into buying this product thinking they can in fact try it RISK FREE.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below One, there is NOTHING on the site that says that the formula changed Two, the website literally says TOP TO TRY RISK FREE MONEY BACK GUARANTEE for days TRY RISK FREE If you actually dig much further into the site it says only new customers CLEARLY, you would not give a money back guarantee to someone who is a repeat purchaser but are you saying that only ONE person in your family including your extended family is allowed to try the product RISK FREE?! Lastly, if I was trying to manipulate the system, I would not have said I used the product FOURTEEN+ years ago You only knew that I was a customer because I stated that I was 100% honest that I purchased the product on my card for my mom because she is older and does not shop online to try it and not only did it NOT WORK, her skin became VERY AGITATED After contacting you to return it, only THEN was I told the formula changedThe point of a money back guarantee is to STAND BEHIND YOUR PRODUCT Clearly this business does not Your website is 100% marketing/advertising It should say the formula changed and the date that it did right on the site Additionally it should say CLEARLY on the web NEW CUSTOMERS WITH NEW ADDRESS WITH NEW CREDIT CARD ONLY eligible for our MONEY BACK GUARANTEE Clearly the product is not working that you don't have enough sales to cover the refund If this was an excellent product and flying off the shelves, you would not be refusing to refund $ The total cost to you to refund and write this product off is MINIMALYou simply are refusing to stand behind your product At this point I have taken the time to fight it so that others see this complaint and are not DUPED into buying this product thinking they can in fact try it RISK FREE Regards, [redacted]
As per our return policy "Our "Money back guarantee" is good on first time, original purchases only within Days of the order date (date the order was placed) on packages/orders totaling $(ninety-five US dollars) or lessShipping/handling fees are not refundable under any circumstance
Authorization for a return must be made prior to requesting a refund by emailing ***@***.net: return mailing instructions and authorization number to follow at that timeOrders returned without an authorization number will not be refunded nor will they be returnedIf you return unauthorized merchandise and would like it returned, it will be up to you to pay the shipping back to youAfter days items will be discardedReturns are subject to management discretion and all resulting decisions are final." Regardless if this order was placed for a "different person" the order was placed by the original purchaser and therefor not considered a first time or original purchase and does not qualify for the money back guarantee Ms*** stated in an email that "I used this cream some years ago for my son and it was like a miracle creamI bought it for my mom in hopes it would do the same but it made it worseShe used for weeks with no results" We did offer to exchange it for a stronger version of the cream at no charge but she declined the offer We did respond to her emails in a timely mannerPlease mark this case as "Good Faith Effort to Resolve"Thank youFreeDerm Customer Service
Our formula changed in late December 2006 and we sent out information at that time to all of our previous customers. In addition we included a flyer with all the orders through March 2007. Obviously the message may not have reached all of the previous customers for various reasons (change in email, spam/bulk email fltering, no email address provided, etc) Please understand that all products go through changes over time and we can only do our best to inform our customers. Our database did show your order history without you having to tell us that you had ordered previously. After further reviewing your situation and you are still interested in going forward with a return, then return all of the item(s) to us via signature delivery by 3/9/18. Please enclose a copy of this email along with a letter with your full name, address, and phone number so we are able to look up and issue a credit for your order. Your return authorization number is: [redacted]. Please mark this number clearly on the outside of the return packaging ALONG WITH your order number which is: [redacted]. And mail to: Freederm Customer Service [redacted] Rd [redacted], NY [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
One, there is NOTHING on the site that says that the formula changed. Two, the website literally says TOP TO BOTTOM: TRY RISK FREE. MONEY BACK GUARANTEE for 30 days. TRY RISK FREE. If you actually dig much further into the site it says only new customers. CLEARLY, you would not give a money back guarantee to someone who is a repeat purchaser but are you saying that only ONE person in your family including your extended family is allowed to try the product RISK FREE?! Lastly, if I was trying to manipulate the system, I would not have said I used the product FOURTEEN+ years ago. You only knew that I was a customer because I stated that. I was 100% honest that I purchased the product on my card for my mom because she is older and does not shop online to try it and not only did it NOT WORK, her skin became VERY AGITATED. After contacting you to return it, only THEN was I told the formula changed. The point of a money back guarantee is to STAND BEHIND YOUR PRODUCT. Clearly this business does not. Your website is 100% false marketing/advertising. It should say the formula changed and the date that it did right on the site. Additionally it should say CLEARLY on the web page: NEW CUSTOMERS WITH NEW ADDRESS WITH NEW CREDIT CARD ONLY eligible for our MONEY BACK GUARANTEE. Clearly the product is not working that you don't have enough sales to cover the refund. If this was an excellent product and flying off the shelves, you would not be refusing to refund $75. The total cost to you to refund and write this product off is MINIMAL. You simply are refusing to stand behind your product. At this point I have taken the time to fight it so that others see this complaint and are not DUPED into buying this product thinking they can in fact try it RISK FREE.
Regards,
[redacted]